#107 - M365 Administrator - English

The M365 Administrator at the technology company in Kolkata is responsible for managing incoming support tickets via phone, email, and chat. Your duties will include taking ownership of new cases, ensuring active cases are documented correctly, and following up on escalated issues. You'll also attend weekly meetings with your Team Lead, participate in workshops, and help update any necessary trackers. The role demands a proactive approach to customer service and effective communication.

To excel as an M365 Administrator at the company, candidates must demonstrate innovative problem-solving skills and possess substantial experience with Exchange Online and SharePoint Online. Familiarity with managing Teams, OneDrive, and DNS setup is essential, along with basic PowerShell knowledge. A high level of English fluency is necessary to interact professionally with clients and colleagues. A technical setup that meets security requirements is also a must.

The environment for M365 Administrators in Kolkata is collaborative and fast-paced. You’ll work closely with other team members and subject matter experts to ensure timely resolution of cases. The company encourages participation in workshops and team meetings, creating a culture of continuous learning and innovation. You'll need a proactive attitude to manage tickets effectively and improve the customer experience.

The company emphasizes professional growth for M365 Administrators through constant engagement in workshops, Q&A sessions, and team meetings. By collaborating on real cases and participating in pilot programs, employees can broaden their skills in Microsoft 365 applications and customer service. The supportive culture fosters skill development and promotes teamwork, enhancing career growth opportunities.

For the M365 Administrator role, candidates should have a computer that is not connected to another domain and meets specific hardware requirements like Windows 10 Pro, a minimum of 8 GB RAM, and adequate internet connectivity. For security, the company requests devices that do not have third-party antivirus installed and have the necessary peripherals like a microphone with noise cancellation and a compatible webcam.

In answering this question, provide specific examples of your hands-on experience with various Microsoft 365 applications like Exchange, Teams, and SharePoint. Describe how you utilized these tools for troubleshooting and support tasks and emphasize any particular achievements, such as improving response times or user satisfaction.

Discuss your organizational skills and how you apply them to manage support tickets efficiently. Detail the strategies you use to prioritize tasks based on urgency and impact, and provide an example of a time when you successfully handled a high volume of cases without compromising service quality.

Outline your problem-solving process when faced with installation issues, from gathering user information to identifying potential conflicts and applying solutions. Give an example of a complex case you resolved and the tools or resources that aided you in finding a solution.

Explain the procedures you follow for escalated cases, such as reviewing previous documentation, reaching out to the user for clarification, and ensuring timely follow-ups. Emphasize the importance of communication and transparency with the client throughout the escalation process.

Share any relevant experience you have with DNS management, discussing specific tasks you've undertaken, such as configuring DNS records for user domains or troubleshooting DNS issues. Highlight any training or certifications that support your expertise in this area.

Talk about the resources you utilize to stay informed about Microsoft 365 updates, such as Microsoft blogs, forums, webinars, or certification courses. Mention how you apply this knowledge to enhance your work performance and support capabilities.

Provide an example that illustrates your teamwork skills, focusing on how collaboration led to effective problem resolution. Highlight your communication style and how you supported your teammates, especially in stressful situations.

Discuss your familiarity with PowerShell, mentioning specific commands or scripts you have used to automate tasks, manage users, or troubleshoot issues in Microsoft 365 environments. Emphasize the benefits of leveraging PowerShell for efficiency.

Provide a detailed account of a specific challenging case you encountered, outlining the steps you took to investigate the issue and how you arrived at a resolution. Focus on your analytical skills and customer-focused approach to ensure all parties were satisfied with the outcome.

Emphasize the importance of empathy, clear communication, and follow-ups. Share specific strategies you employ to gauge customer satisfaction and improve their overall experience, showcasing any metrics or feedback that reflect your success in delivering exceptional service.